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Tips & Tricks For Telephone Etiquette: Human Resources
Tips & Tricks For Telephone Etiquette: Human Resources
The telephone is one of the most important and commonly used tools in business.
Multitudes of businesses, companies, and departments use telephones in their work every
day; however, most of us don’t think of the telephone as a tool, and as a result, accidentally
misuse it. The telephone is a link between us and the world outside our business or
department. Unfortunately, sometimes we don’t pay attention or make a conscious effort to
monitor what kind of message we are sending to our callers and the outside world.
Speak directly into the mouthpiece of the phone or a headset while talking
DO NOT eat or chew gum while talking on the telephone
DO NOT cover the phone with your hand or put it against your chest to avoid the
caller hearing you. Chances are, they will still be able to comprehend what you
are saying.
If you are interrupted or must talk to somebody else in your workplace while
you are on the phone, simply ask the caller if they can hold and press the HOLD
button.
DO NOT place the handset in the cradle until you’ve pressed the HOLD button.
DO NOT lay the receiver on the desk, without placing the caller on hold (the
caller will hear everything being discussed in your office).
Always be courteous
LARGER ORGANIZATIONS – “Thank you for calling (dept. name). How may I
direct your call?”
SMALLER ORGANIZATIONS – “Thank you for calling (dept. name). May I help
you?”
DEPARTMENTS – “(dept. name), Mary Smith,” OR “Mary Smith, may I help you?”
There has been a lot of discussion of using “good morning” or “good afternoon.” This is
unnecessary if you use the right tone. Also, people tend to make mistakes when using these
phrases (i.e., saying “good morning” when it’s really afternoon and vice versa).
1) Make sure to explain to the caller the REASON why you are transferring their call
2) Verify that it is all with the caller for you to transfer them
3) Call the department or person where you are transferring a call to and make sure
that they can take the call.
If they are able to take the call. . .
o Give them the person’s name, request, and any other relevant
information.
4) Return to your caller and give them the name of the person they are being
transferred to, the department and the telephone number (if possible).
*When you’re not sure to whom a call should be transferred to, take the caller’s name and
telephone number and find out where the call needs to be transferred to. Also, give the caller
your name and phone number as a reference in case the appropriate party does not contact
them.
There is a lot of controversy over whether or not telephone calls should be screened. It is
not recommended to screen calls if you want to enhance or encourage good public
relations. You should always lean towards not screening calls if at all possible. “Yes he’s in.
May I tell him who’s calling, please?” is an example of an appropriate response when you
are not screening calls.
If someone is available ONLY to certain individuals and you must screen phone calls, lean
towards using responses like, “She’s away from her office; may I take your name and
number?” OR, “May I ask who’s calling? Thank you. Let me check and see if he’s in.”
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*If you are required to ask who is calling or what the nature of the call is, be aware of your
tone of voice. Screening calls is always a delicate situation, so it is critical not to offend or put
your caller on the defensive with your voice tone.
Phrases such as the two phrase, “He’s in conference” or “She’s in a meeting,” are greatly
overused, so many people don’t believe you when you use this phrase. The most
appropriate response you can give a caller is that someone is not available or unavailable;
however, it is crucial afterwards to indicate when the person will be available
Ex. “She’s not available, but I do expect her back in the office at 3:00 p.m.”
He isn’t in yet
She’s out for coffee
He’s gone for the day (and its 3:00 p.m.)
She’s in, but she’s busy
***NOTE: If, on occasion, you say that an individual is “in a meeting,” ALWAYS include
an approximate time when he or she will be available or out of that meeting.
Always try to use telephone message forms, if available, to record messages. Telephone
message forms practically guarantee for accurate, organized phone messages along with
obtaining complete information.
It is crucial to deliver the message to the person it is intended for as soon as possible and to
maintain confidentiality with all messages. When delivering a written message, either turn
the message over or fold it in half, as to not risk them being easily read by other staff
members or visitors.
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Playing phone tag can be frustrating, so to avoid returning phone calls to a person who is
unavailable, try establishing specific times to call-back or try asking, “When is the best time
for me to call again?” or “When is the best time for them to call me back?”
*When taking calls for another individual, schedule return calls during specific blocks of
time.
Ex. “I expect him to return by 2:00 p.m. You can reach him between 2 and 5”).
Be sure you have the right telephone number before you place an outbound call. Keeping a
“frequently called numbers” list within reach could prove be very helpful. Try utilizing a
few of these suggestions:
When you reach an answering device, such as a voice mail or an answering machine, be
sure to leave the following information:
Your name and the correct of you name spelling (if necessary).
Your department and telephone number
The date and time you called
Message
When you are available to take calls
Many people dread bringing a telephone conversation to an end. Here are some tips to
avoid any awkwardness and to close your conversation with professionalism:
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Assert any follow-up actions, such as time frames or deadlines.
Thank them for calling and say “Good-bye”. Refrain from using slurs, slang, or
phrases, such as, “bye-bye,” “Okie-dokie,” or, “Alrighty.”
Although we express a lot to our callers through the sound and the tone of our voice, what
words and phrases we use in a conversation can also convey a significant message.
Sometimes people neglect this and end up delivering a negative message to the caller. Pay
attention of what type of language you are using. For example, instead of beginning a
sentence with phrases like, “You have to-,” You need to-“, or, “Why didn’t you?” try starting
with words like, “Will you please?’ or, “Would you please?”
Never refer to a matter or inquiry as, “Your problem” or “Your complaint.” Instead, try
using better phrasing and identifying it as something along the lines of, “Your question,”
“Your concern,” or, “This situation.” When you do not have the knowledge or expertise to
handle a caller’s situation, never reply with remarks like, “I can’t do that” or, “that’s not my
job.” Instead, try a more helpful approach by outlining what actions and steps you are
capable of taking to aid their situation.
Ex. “While I’m not able to establish policy on this matter, I will speak to my manager
about your concern.”
Avoid coming off as abrupt and unprofessional by all means, and refrain from using
expressions, such as:
“Hang on.”
“Hold on.”
“Who’s calling?”
“I can’t hear you, speak up!”
“I can’t help you. You’ll have to speak to someone else.”